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About the Role
The Operations Manager, Virtual Services leads the Company's virtual service delivery model, overseeing people, processes, and tools. This role provides operational expertise and insights to support service development and the virtual services roadmap, balancing daily operational excellence with continuous improvement.
Responsibilities
- Lead, coach, and develop the Virtual Services team, including hiring, onboarding, performance management, and recognition.
- Oversee day-to-day virtual service delivery across all channels, ensuring a consistent, high-quality Member experience.
- Plan staffing, scheduling, and workload distribution to meet service levels, with particular focus on peak tax-season demand.
- Establish, monitor, and report on key performance indicators, including response times, file turnaround, Member satisfaction, and retention.
- Provide regular operational performance reporting and analysis to support Product Management and organizational decision-making.
- Identify operational risks, service bottlenecks, and resource constraints that may impact service delivery or roadmap execution.
- Recommend operational improvements based on performance metrics, employee feedback, and Member feedback.
- Design, document, and continuously improve virtual workflows, including document intake, remote data collection, file handoffs, and e-signature processes.
- Partner with Regional Operations, Tax, and Bookkeeping leaders to ensure smooth handoffs and clear accountability between virtual and in-office teams.
- Serve as the escalation point for complex Member concerns, resolving issues promptly and addressing root causes.
- Champion the effective use of virtual service technology and lead the operational adoption of new tools, processes, and technologies.
- Develop and execute training, communication, and change-management plans to support successful implementation across the Virtual Services team.
- Ensure operational readiness for service launches, enhancements, and process changes.
- Manage the Virtual Services operating budget and identify opportunities to improve efficiency.
- Accountable for operational execution, service delivery, implementation, adoption, and continuous operational improvement of initiatives.
Requirements
- 5+ years of experience in operations, client service, or service delivery, including 3+ years leading teams.
- Demonstrated experience managing hybrid, or multi-location teams and virtual service channels.
- Experience in tax, bookkeeping, accounting, or financial services operations is a strong asset.
- Experience participating in cross-functional projects involving service improvements, process redesign, technology implementation, or operational transformation is considered an asset.
Skills
- Proven ability to use KPIs and reporting to manage performance, forecast demand, and drive decisions.
- Experience documenting and standardizing workflows.
- Budget management experience, with sound business and financial acumen.
- Proficiency with Microsoft 365, CRM and practice management systems, and virtual collaboration tools (e.g., Teams, client portals, e-signature platforms).
Location
- London, ON
- Calgary, AB
Work Type
- Hybrid
- Permanent
- Full-time
Experience Level
- 3+ years leading teams
Education Level
- Post-secondary education in Business Administration, Operations Management, Accounting, or a related field (equivalent experience will be considered).
Salary/Compensations
- 75,000 - 90,0000
Benefits
- Competitive salary and bonus eligibility.
- Comprehensive group health and dental benefits combined with a Health Spending Account.
- RRSP Matching Program.
- Hybrid flexibility, combining time in our office and work from home.
- Paid time off and ongoing professional development.
About the Company
- Harvest is a Canadian Leader in business services and integrated financial, tax, and estate planning solutions.
- For more than 25 years, we have partnered with small business and farm families across Canada - delivering strategic guidance, long-term planning, and complete financial support at every stage of business and life.
- Through the Harvest Network, our Members gain access to a comprehensive suite of expertise: from retirement and estate planning to insurance, investment management, bookkeeping, and farm management consulting.
- We bring world-class financial capability to rural communities without ever compromising the personal relationships that have been built and trusted for generations.
- At Harvest, you’re not just joining a company; you’re joining a mission to keep Canada’s heartland thriving for generations to come.
Equal Opportunity
- Harvest is committed to an inclusive, accessible, and barrier-free recruitment process. Accommodations are available on request throughout the selection process; please let us know if you require accommodation and we will work with you to meet your needs.